Examlex
Mystery shopping is an obtrusive method of gathering data about an organization's service performance.
Iron Cage
A concept introduced by Max Weber to describe the increased rationalization inherent in social life, particularly in Western capitalist societies, leading to individuals feeling trapped by systems and bureaucracy.
Rationality
The quality or state of being reasonable, based on facts or reason, guiding behavior or beliefs by logic rather than emotion or tradition.
Formal Rationality
A decision-making process focused on efficiency, predictability, calculability, and dehumanization, often associated with bureaucratic organizations.
Industrial Era
A period in history characterized by significant technological advancements and the rise of industrial production from the late 18th to the early 20th century.
Q2: When there is considerable customer perceived risk
Q7: What makes a service guarantee extraordinary (exceptional)?
Q20: Which of the following activities is NOT
Q27: Customer feedback cards are a type of
Q31: Service organizations use the _ to create
Q37: Which of the following customer training tools
Q46: The responsibility of creating a favorable emotional
Q53: Accounting standard IAS 16/AASB 116 requires what
Q53: Almost all services have distinct patterns of
Q61: Service quality is defined in the same